Setting up Case Escalation Rules

It may so happen that sometimes, a case is not attended by the person to whom it is assigned. The Case Escalation feature allows you to configure a rule by which the case can be escalated to other members in the operational hierarchy. You can use Case Escalation Rules, to set the criteria, depending on the distribution rules of an organization.

Note

At a time, you can activate only one escalation rule.

If a newly created rule is set as active then the existing active rule will get deactivated.

Availability

Profile Permission Required: Users with the Configure Case Escalation permission in profile can access this feature.

To set the case escalation rule

Enable the Escalation Scheduler

Set up Case Escalation Rule

Create Rule Entry

Define Escalation Action for the Rule Entry

Part 1 - Enable the Escalation Scheduler

The Escalation Scheduler should be enabled prior to creating the Case Escalation Rule.